Butler, Butler Service

Job Responsibilities

Execute Butler core tasks

• Takes accountability and ownership with every guest assigned in ensuring purposeful engagement and butler presence in each of their stay
• Diligently studies the guest profile of incoming arrivals, including but not limited to checking on guest history, conducting research on internet or social media platforms, sending out pre-arrival email and respond promptly, making amenities requisition, assisting with guests requests effectively over the phone, taking in-room dining orders, placing the order over POS (Point of Sales) system, dispatching job to floor butler as and when required, coordinating among internal and external stakeholders/vendors via MS Teams, messaging and other operational-related systems
• Responds to guest professionally in-person, over the phone, emails, and messaging systems
• Assists with limousine/taxi bookings, dining, attractions and entertainment reservations/ticket purchase, and any other guest queries/requests
• Prepares thoughtfully each suite, conducts seamless arrival meet and greet and in-suite check-in, customizes suite orientation, offers welcome drink, initiates unpacking service and customizes itinerary based on guest’s preferences
• Serves and replenishes amenities, facilitates daily make-up room and turndown services, assists with laundry services, performs shoe-shining, and purposefully notes down preferences through observations and interactions
• Makes appropriate dining recommendations, proficiently takes in-room dining order, promptly serves the order and organise clearance of soiled dishes
• Orchestrates celebrations for guest with special occasions with creativity and customization
• Proactively connects with guests for pre-departure arrangement, initiates packing assistance, booking of limousine, luggage assistance, ensures accuracy of bill settlement and conducts a seamless check-out and fond farewell
• Addresses any security incidents and feedback to Butler Management
• Resolves feedback and guest challenges with good standard
• Rotates to any taskforce when operationally required
• Rotates to Butler Command Center as and when designated (located at Perennial Business Centre)
• Adapts to changes and ensure adherence to organizational operating procedures and service standards
• Performs any other duties and responsibilities as and when assigned by Management

• Performs all tasks with accordance to Forbes 5 stars standards and guidelines
• Always exhibits exceptional service to guests and fellow employees
• Ensures handover between shifts are communicated effectively
• Attends daily pre-shift briefing and post-shift debrief, and job-related trainings
• Obtains and keeps Guest/VIP preferences up to date in OPERA and individual profile sheet along the stay journey – Pre-arrival, arrival, in-house, departure, post-departure, and return stay
• Maintains cleanliness of front and back of house (lift lobbies, corridors, storage rooms, offices, pantries, etc.)
• Stays up to date on internal promotions and local offerings
• Adheres to department’s grooming standards and professional disposition
• Recommends innovative ideas to enhance guest journey
• Suggests improvements towards butlers’ efficiency and effectiveness

• Adheres to Workplace Safety and Health (WSH) policies, practices, and procedures
• Monitors activities in both front and back of the house; reports any suspicious characters, items, and/or activities to Security Department
• Responds to emergency situations and reports to Butler management
• Able to understand Butler Services Risk assessment forms and assist the Manager on Duty to collect all specific details
• Handles luggage/baggage lifting, placement or other related requests such as moving or storing the items
• Lengthy periods of standing, walking; seating or taking stairs may be required
• Moves operational equipment or other items may be requested. This includes constant movement with the Butler trolleys, pushing and carrying items
• Able to perform under high stress level and able to deal with challenging guests/situations

• Holds the values of One MBS (Marina Bay Sands) culture
• Works cohesively and respectfully…